Operations Support Supervisor - Espanola

Plans, schedules, assigns, reviews, and supervises the work of staff performing transit operations and transit service activities within the District’s Operations Division; performs a variety of supervisory duties to organize, coordinate, and oversee day-to-day delivery of safe, efficient, and on time transportation services to District customers; provides complex staff assistance to management staff in areas of expertise; and performs related work as required.

• Plans, organizes, assigns, supervises, and reviews the work of staff in the Operations Division; trains staff in work procedures; evaluates employee performance, counsels employees, provides additional instruction and feedback, recommends additional training when needed, and effectively recommends initial disciplinary action; assists in selection and promotion.
• Participates in the development of goals, objectives, policies, and procedures for assigned services and programs; recommends and implements policies and procedures including standard operating procedures for assigned operations.
  • Monitors activities of the Operations Division work unit; identifies opportunities for improving service delivery and procedures; provides recommendations concerning process changes; reviews with appropriate management staff; implements improvements.
  • Answers questions and provides information to the public; investigates and responds to complaints and inquiries from customers; conducts customer/site inspections; opens/closes facility to allow employee access; issues oral and written instructions to staff on schedule changes, fares, policies, and related topics; recommends corrective actions to resolve issues.
  • Performs a variety of supervisory, administrative, reporting, tracking, and customer service tasks to fulfill daily transportation commitments and schedules; monitors services in-process and evaluates operational performance to ensure quality and customer satisfaction; troubleshoots and manages emergency situations; assesses best solution and utilizes most effective and efficient resources; prepares a variety of utilization, accident, rider usage, and related reports and logs. 
  • Evaluates staff on safety and security issues, defensive driving practices, customer relations, emergency management skills, and proper accident procedures and prevention techniques; conducts new hire orientation, training, and evaluation; facilitates annual refresher training programs.
  • Assists, monitors, and oversees staff with special re-routing due to road closures caused by weather, street construction, traffic accidents, or other issues impacting route functioning. 
  • Oversees and monitors the preparation of daily and weekly work schedules for dispatch and customer service staff; ensures adequate coverage of all bus routes; monitors staffing schedules and ensures drivers are available and assigned to vehicles; monitors performance in real time through Automatic Vehicle Location (AVL), two-way radio, or other remote system.
  • Performs field supervisory duties, including customer relations, on-time performance checks, ride checks, route evaluations, re-routing, bus stop and passenger shelter inspections, accident/incident investigations, and coaching and guidance. 
  • Prepares and submits bi-weekly payroll timesheets and related documents.
  • Serves as Dispatcher/Customer Service Representative as needed due to emergencies or staffing shortages.
  • Analyzes and makes recommendations regarding schedule adherence and other operational needs or problems; reports discrepancies and/or unsafe conditions to appropriated personnel; and recommends and implements corrective actions. 
  • Maintains files, databases, and records; prepares a variety of written reports, memoranda, and correspondence; maintains staff files documenting performance appraisal reviews, commendations, training, incidents and accidents, informal coaching and guidance, written reprimands, and formal disciplinary actions.
  • Represents the District in meetings with members of other public and private organizations, community groups, contractors, developers, and the public.
  • Ensures staff observe and comply with all District and mandated safety rules, regulations, and protocols as well as all federal, state, and local laws, as well as District policies, procedures, and labor agreements.

Education and Experience: 

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Education:

• Equivalent to completion of the twelfth (12^th) grade. 

Experience:

• Six (6) years of progressively responsible experience in people management skills and customer service work experience, two (2) years of which must have been in a position that involved the direct supervision of others.

Licenses and Certifications: 

Possession of a valid New Mexico Driver’s License, to be maintained throughout employment.

Possession of, or successful acquisition within six (6) months of employment, a valid State of New Mexico Commercial Driver’s License (CDL-A or B) with (P) endorsement and airbrake certification, to be maintained throughout employment.

Salary : $26 - $36